E-MAIL PROBLEMS

Many e-mail problems are caused either by the mail client software used itself (Outlook, Thunderbird, etc.) or the operating system (Windows, MacIntosh, etc.). Our first advice is to try the following BEFORE contacting us to report a problem:

1. Make sure your Internet connection is working properly by trying to surf to a Web page in your Internet browser.
2. Close your e-mail client software, wait 5 minutes before restarting it and try again.
3. Shut down your computer, wait 5 minutes before restarting it and try again.

If you have not changed anything in your e-mail configuration since your last use and cannot SEND e-mails, the problem lies either with your Internet connection or with a wrong configuration of your e-mail's SMTP parameters. Our servers only handle incoming e-mails from the domains we host.

Contact your Internet Service Provider.

If you have not changed anything in your e-mail configuration since your last use and your Internet connection is working properly, pay attention to what the error notice says to pinpoint the problem.

a) If the error messages mentions the POP server, wait about 10 minutes and try again. The server might just be rebooting. If that message persists after 10 minutes, report the problem and provide us with:

• The e-mail address having the problem
• A transcription of the error message

b) If the error message mentions something about "time out", there might be a large or corrupted message blocking your mailbox.

Solution 1
In your e-mail application, search in the account's advanced settings for "Server timeouts" settings and extend it to a longer period. This way, if it's a very large message that is blocking your mailbox, it will give it more time to try and retrieve it.

Solution 2
Use Webmail to visit your mailbox on the server, find which e-mail is blocking it, read it on the server and delete it afterwards.

If none of these solve your problem, report the problem and provide us with:

• The e-mail address having the problem
• A transcription of the error message

Solution 1
Check your e-mail software's trash bin and spam filter to ensure that the message is not caught in there. You might also want to check that your computer's spam filter or antivirus has not blocked the message.

Solution 2
Check with your correspondent that he has entered the right e-mail address for the message. 99% of times, errors are caused by either misspelled addresses or the user mistakingly selecting another name in his personal address book and the message was simply sent to the wrong person. Also ask if he has received a non-delivery (bounce) message and what it says.

If the problem persists after a second test, the message might be caught in our server's spam filter. We can whitelist your correspondent's e-mail so it doesn't get blocked. If you have a spam filter with us, report the problem and provide us with:

• The e-mail address having the problem
• Your correspondant's full e-mail address
• A transcription of the error message received by your correspondent (if pertinent)

Solution 2
If you benefit from our email spam filtering service:

• Check your mailbox's anti-spam filter at http://filter.natmark.net/ to make sure your correspondent's message is not stuck in there.
• Add, in the anti-spam filter, your correspondent's email to your friends list.

• Download the filter user manual and take a few minutes to familiarize yourself with its basic functions to make the most of your filter and maximize its efficiency.

Solution 3
Check with your correspondent that he has entered the right e-mail address for the message. 99% of times, errors are caused by either misspelled addresses or the user mistakingly selecting another name in his personal address book and the message was simply sent to the wrong person.

Validate with him that the message has *indeed* left his computer and is not just sitting in his Outbox

Also ask if he has received a non-delivery (bounce) message and what it says.

If the problem persists after a second test, report the problem and provide us with:

• The e-mail address having the problem
• Your correspondent's full e-mail address
• An exact transcription of the error message received by your correspondent (if pertinent)

Upon activation of a new account, we usually provide all clients with a document containing all access codes to domains and e-mails. If you have lost it, report the problem and provide us with:

• The e-mail address having the problem

The Internet has gotten us used to lightspeed communications, but be patient. From time to time, mail servers are subject to spam attacks. This results in a backlog in mail delivery that can take up to two hours to catch-up to. Other times, it can be you're correspondant's SMTP connection that is experiencing problems and delays.

Be patient but while waiting, make sure to check your own computer's spam filter and antivirus software and that your correspondent has indeed sent the e-mail to the right address.

If you have not received the expected e-mail five hours after it has been sent, and you have verified with the sender that it was indeed sent to the right address, report the problem and provide us with:

• The e-mail address having the problem
• Your correspondent's full e-mail address

If you benefit from our email spam filtering service:

• Check your mailbox's anti-spam filter at http://filter.natmark.net/ to make sure no legitimate message is stuck in there.
• Add, in the anti-spam filter, your correspondents' emails to your friends list.

• Download the filter user manual and take a few minutes to familiarize yourself with its basic functions to make the most of your filter and maximize its efficiency.